Aura Business gives your customers a way to raise a ticket without ringing anybody, moves it through a status workflow your team agrees on, keeps internal discussion separate from what the customer sees, and asks for a rating when it closes.
A ticket is the customer's side of the conversation. It starts when somebody at the hospital or the dealership has a problem or a question, and it ends when they agree it has been dealt with. Some tickets become field service calls. Many do not: a consumable query, a missing document, a training request, a billing question.
Aura Business runs this as the Ticketing and Helpdesk suite, with Ticket Management, a status workflow, internal notes, SLA timers, customer ticket submission from the portal and CSAT on close. Keeping it separate from dispatch matters, because a support desk that treats every query as an engineer visit either sends engineers unnecessarily or ignores everything that is not a breakdown.
Support that lives on calls and personal WhatsApp has no queue, no owner and no record, so the same question is answered three times and the difficult one is answered never.
The customer rings the engineer they happen to know, and the office never hears about the issue.
The only way to find out what is happening is to ring again, which is what they do.
With everything in one WhatsApp group, the team cannot discuss a problem candidly.
A document request or a training query has nowhere to sit, so it sits nowhere.
The same fault recurs across a product line and nothing is counted, so nothing is fixed.
You find out a customer was unhappy when they do not renew.
The customer submits from the portal, or your team logs a call or WhatsApp message as a ticket.
The ticket attaches to the customer account and, where relevant, the asset and its contract.
Assigned to a person, with an SLA timer running where the contract sets one.
Status moves through your agreed workflow, with internal notes kept private.
If it needs an engineer, a service call is raised from the ticket and dispatched.
The resolution is written for the customer, not just for the team.
CSAT feedback is requested on close and stored against the customer.
Workflow: A biomedical engineer logs a ticket from the customer portal at eleven at night with photographs attached.
Result: The issue is in the queue before your office opens.
Workflow: A settings question is resolved by the support desk on the ticket rather than by sending an engineer across the city.
Result: The customer is helped and the day is not spent.
Workflow: Internal notes record that the fault looks like a known batch issue, while the customer sees only the status and the resolution.
Result: Honest internal discussion without an awkward customer conversation.
Workflow: Ticket volumes by product show the same complaint across one model over a quarter.
Result: You take it to the principal with numbers from your own desk.
Biomedical departments raising queries around the clock.
Reagent, QC and result queries alongside machine faults.
Sub-dealers raising support requests of their own.
Plant teams reporting issues from several sites.
A single desk for everything that is not yet a job.
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Yes. Customer ticket submission is part of the self-service portal, so a hospital's biomedical team can raise an issue with attachments at any hour and follow its status without ringing your office.
A ticket is a customer request of any kind. A service call is an engineer visit. Tickets that need an engineer convert to a service call and go to dispatch. See service dispatch.
Yes. Internal notes are for your team and are not shown in the customer portal view, while the status and the resolution are. Role-based access controls who can see and change what.
Yes. Where a contract sets response times, the timer runs on the ticket and at-risk tickets are flagged. See SLA management.
A short satisfaction response requested when the ticket closes, stored against the customer and the ticket so support quality can be reviewed by product line and by team member.
Messages received through the WhatsApp Business integration can be logged as tickets so that support arriving by chat joins the same queue rather than sitting on one person's phone.
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